Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:17/09/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  No paper delivery for the past 7 weeks despite the Chronicle Herald debiting my 90 yr old mothers account. Numerous attempts to speak to someone are unsuccessful as no one answers even after being on hold for over 90 minutes on multiple occasions. Very poor customer service. I can't even cancel the subscription as I can't speak to anyone. Unacceptable business practice.

  Customer Answer

  Date: 17/09/2024

  Issue resolved

• Initial Complaint

  Date:12/12/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to shut down my mothers subscription for Saltwire as it automatically renewed. My mother is a senior who was unaware of this and didn’t address immediately because my father just passed away and we’re all struggling. They refused to discuss the service and stopped contacting me. The employee ***** was incredibly rude and there’s no way to contact the company directly as no one answers phones, there’s no physical location and employees will not email you back if they don’t feel like providing customer service
  Thank you

  Business Response

  Date: 21/12/2023

  I was in contact with ***** via email collecting information on her mother's account as well as additional details about her interactions with our team.  One of my colleagues, *****, was able to connect with by phone today to discuss the refund and resolution in this.  

  The refund request has been submitted and escalated with our finance team for a faster processing.  ***** send a follow-up email detailing their conversation, confirming the refund mailing address and committing to ***** that we'll reach out once this is in the mail.  

  I will be providing coaching with the agents involved related to soft skill concerns coming out of these interactions.  

• Initial Complaint

  Date:30/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CHRONICLE HERALD is owned by SALTWIRE NETWORK
  The Public PAID for a Public Notice of Death or Memorial
  Costs for our last family member was $600 and it wasn't long.
  That cost, was to be PUBLISHED PUBLICALLY ,which Saltwire is denying.
  First, they double dipped, forcing ****** and targeted adverts that must be seen, or clicked on to view the paid obituary. That's not in the cost agreement of Obituaries.
  Then, to see the unethical targeted adverts, double dipping, you must SUBSCRIBE to their unethical tone-deaf rag, to see the notifications that were paid to post, for EVERYONE, in Nova Scotia, and PEI, the only news source where they are published.Readers
  Halifa* E*aminer reporting the same. I was a subscriber of the NEWSPAPER, and canceled but returned to the Digital version, I had to jump through hoops as a subscriber to view the daily Obituaries, of our loved ones, watching targeted adverts.
  ANd the last straw, was you must subscribe to view OBITUARIES. Are they FREE TO POST? NO, that public announcement was paid for before adverts and subscription and probably violated the Competition Act, but not Journalistic Standards, because they have none, this is a BUSINESS FAU* PA*, not a journalist, they have such stellar quality, that they have to beg, trick and brow-beat to get subscriptions? It's time to cancel all, and post shorter links to funeral directors so that the customer is not being ripped off by Saltwire News (The former Chronically Horrible) Newspring AMOUNT LISTED $600 is not recent, but that's what we paid. I would have sued, if they had Triple Dipped then, We never agreed to that in the Obituary Agreement, if not illegal, it's certainly unconscionable. as the RESPONSIBLE News Sources report in Halifa* E*aminer and ****** News. Saltwire isn't a NEWS source, they are a SPAM generator, and fail to acknowledge complaints or talk to customers about how they hate their own mothers, to be able to post ****** to view their obituary?

  Business Response

  Date: 01/12/2023

  Dear Mr. ****,
  
  Thank you for taking the time to e*press your concerns regarding the placement of obituary notices behind a paywall on SaltWire Network's digital platform. We understand that this is a sensitive subject, especially when it involves commemorating a loved one. Please accept our condolences for your loss.
  
  We would like to address the points you have raised to clarify our position and the rationale behind our recent policy changes.
  
  1. Public Access to Obituaries:
  We recognize that the public nature of obituaries is of great importance. Historically, the primary method of accessing obituaries has been through our print publications, which requires purchase or subscription. The digital platform, while a more recent development, follows a similar model. The decision to place obituaries behind a paywall aligns with how they have traditionally been accessed in print.
  
  2. Digital Access and Advertising:
  The inclusion of advertisements on our digital platform is a standard practice in the industry, helping to support the costs of digital journalism and platform maintenance. However, we assure you that the decision to include advertisements is not intended to detract from the dignity or accessibility of the obituaries. We understand your concerns regarding the advertising and subscription model and will take your feedback into consideration as we continue to evolve our digital offerings.
  
  3. Ethical Considerations and Journalistic Standards:
  We take our ethical responsibilities and journalistic standards very seriously. Our decision to implement a paywall is a response to the changing landscape of media consumption and the need to sustain quality journalism. This decision was made with careful consideration of its impact on our readers and the community.
  
  4. Subscription and Access to Obituaries:
  We understand your frustration regarding the need to subscribe to access obituaries. As a gesture of our commitment to accessibility, we have made the list of obituaries freely available, and anyone can view the full obituary at no cost by registering for a free 30-day trial. This approach allows for the continued honouring of loved ones while supporting the essential journalism we provide.
  
  We value your feedback and are committed to serving our community with integrity and respect. While we stand by our decision as a necessary step in our digital evolution, we are always open to dialogue and will consider your input as we strive to balance the needs of our readers with the sustainability of our platform.
  
  Thank you again for reaching out to us. We hope to continue serving you and the community with the respect and quality you deserve.
  
  Sincerely,
  
  *** *****
  Chief Operating Officer
  SaltWire Network

  Customer Answer

  Date: 01/12/2023

   I am rejecting this response because:
  UNETHICAL "not morally correct." 
  That's not for requiring subscriptions. That's when you have tears in your eyes looking at loved ones and friend and have to watch a ****** video to continue. Industry standards of doing this, is acceptable only when affiliated with ******, as in 3rd party working for them, a Sports page, a discussion on the value of your news print, all acceptable places to put targeted revenue generating adverts. You acknowledge people might disagree and have a problem with it? Why don't you? That's the unethical part. AND I HAD PAID FOR DIGITAL SUBCRIPTION to be thrust into another form of adverting revenue. Your past ethical blunders are why I canceled my print subscription years ago.  
  Perhaps look at it through a customer's eyes as if it were your own mother's obituary? Do you still think it is OK? Then you are beyond discussion, you have become so callous that you add no value to your newsprint of the public. 
  ALSO, could you show me where customers paying the hefty fee to publish an obituary, were told you would do this? Or did you *slip it in* after you took their money? I don't recall the funeral director saying, Chronically Unethical Herald will make a second revenue from ****** and a third by subscription to view. All your family and friends, that want to view, will also contribute to this game. Might as well advertise *(*******) there, you have no ethical standard?
  
  Without informing the public of your intent aforehand, I believe you may violate the terms of the Competition Act and I have asked the Competition Bureau to e*amine this, as well as BBB, Consumer and Corporate affairs, I had already asked the Canadian Journalistic Standards to look into it, but they don't consider this journalism, and I question it too? It's a bad business decision. 
  
  If you were a critical thinker, you might wonder when ****** News has the PREMIER of PEI speaking out against this, The Halifa* E*aminer publishing it, and if the comments and reviews didn't change your mind, you are the wrong person to be running this business. You have seriously harmed your image. You could have sucked up the lost secondary dipping and third, to protect your good *(Questionable)* name.
  
  And now you have lost that image, tarnished by greed and poor decision making. It's OK, not everyone is hired for the right skill set. You negatively impacted your business far greater than the revenue you generated. What's ne*t to recover from those of us that refuse to re-subscribe. Will you raise the cost of subscribing to compensate for losses? What were you thinking and who did you consult? Do you not have a professional in the marketing department that knows how image can be destroyed by such an action.
  

  I wrote you before I came here. You failed to respond. That' too bad. That gave me time to collect every funeral directors' page, and I intend to go further, shorten the obits to NAME DATE LOCATION L INK, save money for the grieving family: save them from the humiliation of paying $1000 to watch a *** *** video . They are free to watch on *** ***. Just saying. 
  
  If this is your response to public outrage, you're really out of touch. You will suffer losses. I was once an influencer, but I also talk to a lot of people, I have an audience. I will tell the same story, as I have already , while filing complaints and waiting for a suitable response. NOT CHANGING YOUR BEHAVIOUR will not satisfy me. No need to repeat that in reply, I will copy-paste this all back in reply. YOU ARE WRONG, end of story. 
  
  I implore you to take a better course of action, not for me, for your journalists. They don't deserve to suffer the shame of the business owners. They have a heart. You don't.
  Maybe you could offset your revenue losses by doing investigative reporting on Culture Jamming? It's been around since the 90s, but is still active. Refresh yourself on how it works. 

  Have a wonderful Christmas with your family, Cherish your loved ones and hold them close. One day, you'll have to watch a *** *** video to check the spelling in their obituary. I'm sorry you can't see that, it might be a learning disability. One of your obits today had a broken link to the funeral directors. I'm publishing a direct link to every funeral home listing in the province, so we don't give you any revenue from our grief. 
  
  I'll research a little more. Perhaps there's another way I can assist you to promote your *everyone else is doing it* business model? 

  
  

  Business Response

  Date: 04/12/2023

  I am writing to you in response to your recent correspondence regarding your e*perience with our obituary services. First and foremost, please accept our deepest condolences for your loss. We understand that this is a time of profound grief, and we sincerely empathize with the emotional distress you are e*periencing.
  
  We have carefully reviewed your concerns and would like to address them as follows:
  
  1. Ethical Concerns and Advertisements:
  We understand your distress regarding the presence of advertisements, particularly in the conte*t of viewing obituaries. Please know that our intention was never to disrespect the solemnity of these notices or to commodify the memories of your loved ones. The inclusion of advertisements on our digital platform is a standard industry practice, aimed at supporting the costs of maintaining our digital services. However, we acknowledge that this may not align with everyone's e*pectations, and we are sorry for any additional distress this has caused.
  
  2. Subscription Model and Access to Obituaries:
  The decision to implement a subscription model for our digital content, including obituaries, was made in response to the evolving landscape of media consumption and the need to sustain our operations. This model aligns with how obituaries have traditionally been accessed in our print publications. 
  
  3. Your Suggestions and Feedback:
  Your feedback is invaluable to us, and we are taking it seriously. We are e*ploring ways to improve the user e*perience, especially in sensitive areas like obituaries. This includes considering alternative approaches to advertising and access that are respectful and considerate of our readers' sentiments.
  
  4. Commitment to Our Community and Journalistic Integrity:
  We want to reassure you that our commitment to serving our community and upholding journalistic integrity remains steadfast. We are dedicated to providing a respectful platform for honouring and remembering loved ones.
  
  We understand that our response may not fully alleviate your concerns, but we hope it clarifies our position and demonstrates our commitment to addressing your feedback. We are grateful for your input, as it helps us improve and better serve our community.
  
  Thank you for sharing your thoughts with us. We will continue to reflect on our practices and strive to serve our readers with the respect and sensitivity they deserve.
  
  Sincerely,
  
  

  Customer Answer

  Date: 06/12/2023

   I am rejecting this response because:
  The complaint has not changed the behavior of the company in question. 
  It simply cannot be rectified by parroting the same information. 
  

  Many print versions can be read in Coffee shop and waiting rooms as a courtesy service for it's patrons. 
  Others can be found tucked in the handrails of public toilet stalls, and should be collected to prevent reading without subscription.
  

  I've seen many industry standards use effective advertising such as timed adverts, adverts between paragraphs and I watch paid advertising on many sources of entertainment, television, movies, news sources everywhere. I have no objection to that, that's been used before the digital world. 
  

  I see inserts in all digital media, and prior to digital, I can't remember when Halifa* Herald didn't have adverts, I have some from 1889 in my collection. 
  What I have never witnessed in my life, in any location, was using grief to generate three forms of revenue, without disclaimers, or discounts for heartbroken readers. Albeit this is the only place where families pay heavily to share their stories with the public, but I have never witnessed any industry standard that used the Obituary to cover revenue that makes up for losses, probably caused by the news sources repeated poor decision making?
  
  You are certainly unique, Sir, a leader in this type of behavior and non compliance in quality marketing. 
  

  You should hire a consultant?  You speak of industry standards. CEOs take ISO courses, as an industry standard. It would greatly improve your skills.
  I've taken these courses, and provided areas of improvement for far bigger organizations. This isn't a journalistic standard. In a business, this is Management Responsibility, the top of ISO Quality Standards. 
  Provide some leadership in the industry and stop repeating your poor decisions. Correct them. Do it before it's too late to redeem the faith we once held in local news sources. 
  That is all
  

• Initial Complaint

  Date:15/09/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Daily paper delivery to ** ******** ***** in Bedford/Halifax is a ****** mess.
  One day my paper is outside my apartment and the apt# is noted on the paper.
  Another day my paper is on a table in the building lobby with the apt# noted.
  Another day all the papers for the apt building are on the table in the lobby but not apt #s noted.
  Another day the papers are not in the lobby but left out by the front door - not secured.
  And of course there is the odd day when the delivery person does not deliver any papers
  It’s time someone at the Herald paid attention to this annoying situation

  Business Response

  Date: 25/09/2023

  The  issue has been resolved and the delivery has resumed to the Apt door.  The access keys had been misplaced

  Mr. ****** was contacted last week to ensure all was well and at that time all was well.

  Customer Answer

  Date: 25/09/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20609402, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:24/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received no delivery for the week July 18 to 23 included despite it being reported early last week. We are 5** ****** **** *** ******** ** *** ***

  Business Response

  Date: 04/08/2023

  We have issued credits to the account number 10318591 (****** *****) for the 5 days missed delivery from July 18 to 23.

  There was a substitute carrier filling the route at that time who was responsible for the non delivery.

  Our apologies for the missed papers and the delay in processing .

  Best regards,

  **** *** ******

• Initial Complaint

  Date:11/07/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Daily newspaper was to be delivered to the house mailbox as per purchase agreement Januay 2023, there was no mention that they may not be able to do the delivery in the mailbox. Account # 20211597. Many problems with delivery, many times either not delivered or it was left in the yard. I have been informed by them that they cannot resolve the issue to be able to place the paper in the mailbox. Today in an e-mail with Janise Poteri, Quality Assurance Specialist, I informed her that I need to resolve this and no longer will pay for the inability of purchase agreement delivery. I aso requested a refund for missed paper delivery and that of which is left of the yearly charge which I had paid in full. Also, that it is no longer acceptable to have the papers to continue to be delivered out lying around the yard. Her email response did not address these issues, only to repeat that they know the delivery is not ideal.

  Business Response

  Date: 19/07/2023

  hello, this complaint has been investigated and resolved. the customer has received a refund as requested.

  Customer Answer

  Date: 19/07/2023

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20306084, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:05/07/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my annual subscription of The Chronicle Herald effective May 31, 2023. The subscription started on January 7, 2023 at a cost of $415.67 for the annual subscription. I received 5 months of paper delivery (Jan to May) so the cost incurred should be 5/12 x $415.67 = $173.20. Therefore a refund of $415.67 - $173.20 = $242.47 was expected & should have been received. The actual refund was $195.44 a shortfall of $47.03. I have called several times and spoke to their staff who could not provide me for an explanation of the difference in refund. I was told there is nothing more they can do and the decision by accounting on the amount refunded is final. I am requesting a refund of the amount owing.

  Business Response

  Date: 17/07/2023

  Hello, the complaint for Joyce McDonald was
  investigated and resolved to the customers satisfaction and they have received their refund as requested.
  

• Initial Complaint

  Date:09/03/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My friend paid for a one year print newspaper subscription on July 7/22, amount paid $482.59, account #30153603. Due to declining health, the subscription was cancelled by him on Nov.22/22. We were told it would be 8-10 weeks for a refund. To date, we have not received the refund. I spoke to the Chronicle Herald representatives 3 times since the end of January 2023. Everytime I called, I was on hold for over 60 minutes before speaking with anyone. The last time I called was February 13/23 and I was assured a cheque was being sent for $301.79. I still have not received the cheque. On March 2, I sent an email, questionning where the cheque was, because I did not want to call again, only to be put on hold for over an hour. There is no response to the email and still no cheque. I am hoping BBB can help resolve this issue.

  Business Response

  Date: 17/03/2023

  Hi,

   

  We have investigated complaint 19563259.

  ***** *****

   

  The issue will be resolved to the customers satisfaction.

   

  A cheque was issued on Mar 10 in the amount of $301.79.

   

  Regards,

   

  
  *** *****
  
  ****** ********* **********

   

  SALTWIRE NETWORK

   

  * ************ *** ****
  * ************

  ************************
  
  ************
  
  *

  36 Austin Street

  PO Box 8660 Stn. A

  St. John’s, NL

  A1B 3T7

   

  BE ESSENTIAL.

  Customer Answer

  Date: 17/03/2023

   I am rejecting this response because:   On March 15, Mr. ***** advised me he was speaking with the finance team and he told me a cheque would be mailed out "next week".  I told him I was told the same thing on February 13.  He assured me the cheque would be sent.  The next day, March 16, Mr. ***** called me again and told me the cheque was mailed out March 10.  I thought this to be a little strange as the day before, he told me the cheque would be mailed the following week.   Today is March 17 and I still have not received the cheque. 
  
  
  
  

  Business Response

  Date: 21/03/2023

  Hello,

   

  Further to my original response, I have been in touch several times with ***** *****. A cheque was mailed on Mar 10 for $301.79 in the name of ****** ********, to the address on file for them. ****** ******** has passed away and ***** ***** has their mail being forwarded to her. So, Canada Post now has to re-direct the cheque to her. I told her ***** I would follow up again with her next week to see if she has the cheque.

   

  Regards,

   
  
  *** *****
  
  ****** ********* **********
  
   
  
  ******** *******
  
   
  
  * ************ *** ****
  * ************
  
  ***********************
  
  ************

  
  

  Customer Answer

  Date: 22/03/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19563259, and find that this resolution is satisfactory to me.  The cheque was received in today's mail.  Thank you. 

• Initial Complaint

  Date:07/03/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have received the paper for likely 40 years at this address. In june we started not recieving the paper and made lots of calls and emails, and we were told that we would be getting the paper as soon as they had a driver. Every time you call them you are on hold for usually over a hour. I told them to stop taking money out of my bank account and they continued to take it. Finally I got that stopped and they said they would issue me a cheque for the four months i didn't receiving the paper. This amount is over $ 140.00. I have spoke to three different ladies at their office, and they all said they would look into this matter and get back to me. I have not received a call or cheque yet. Thank you for looking into this for us. ***** and ***** ******

  Business Response

  Date: 13/03/2023

  Hello,

   

   

  We have investigated complaint 19552469.

  ***** ******

   

  The issue has been resolved to the customers satisfaction.

   

  We have issued a refund for $141.63 which will be mailing on/or before March 17, 2023.

   

  Regards,

   

   

  LEO GOSSE

  Senior Director, Membership

   

  SALTWIRE NETWORK

   

  P 709.364.6300 ext 7447
  M 709.682.1628

  E[email protected]

  Saltwire.com

   

  36 Austin Street

  PO Box 8660 Stn. A

  St. John’s, NL

  A1B 3T7

   

  BE ESSENTIAL.

  Customer Answer

  Date: 14/03/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19552469, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:23/02/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Completed for CW by daughter CJWA. My father CW paid for a 1 year print newspaper subscription by cheque (amount $357.84), which was cashed by The Chronicle Herald on 05-Aug-22. Account # 70125040. Letter received from The Chronicle Herald in early Nov-22, stating no more print newspapers would be delivered. Apparently this is because delivery has stopped to more rural areas of NS. My father is 82 years old, and the sole caregiver for my mother who has dementia. They cannot use digital newspapers, and the print newspapers were important to their daily routine. If The Chronicle Herald cancelled a fully-paid annual subscription, a pro rata refund for the 9 months of newspapers not provided should have been immediate/automatic. My father called The Chronicle Herald the first time, held on the line for 60 minutes before speaking to a rep, who said that because he had paid by cheque, the refund would take 8-10 weeks, by cheque. 8-10 weeks passed, no refund received. The Chronicle Herald has approximately $268.38 of my parents' money. My father called again in early February, waiting for a rep for 90 minutes. The rep said they would call the Finance Team, then call my father back. There has been no call-back. And still no refund received. The Chronicle Herald has provided no newspapers for approx. 4 months now, provided no refund, and provided no resolution to the problem. My father does not have the time to call repeatedly, hanging on the line endlessly, nor should he - The Chronicle Herald has his money and has not provided the product/service paid for 17 weeks. With technology, it should not matter how the original payment was made - they should be capable of taking bank details to transfer the refund straight away. We would like the refund processing as a matter of urgency, as well as compensation for time wasted, stress of the situation, poor service given, and the with-holding of my parents' money due to lack of prompt refund.

  Customer Answer

  Date: 24/02/2023

  Please cancel this complaint in its entirety.  The overdue refund has been resolved today, when the outstanding cheque was received in the mail.  No further action is required by the Better Business Bureau.  Many thanks.